Customer Service Advocate

Customer Service Advocate

The Customer Service Advocate possesses knowledge of multiple products and services to independently handle situations on multi-channel and omni-channel Customer communications that are addressed and responded to consistently and timely in a manner which satisfies Customer needs and retains business. Serves as a subject matter expert conveying complex insurance terminology and processes into a simple message that is tailored for the Customer to promote understanding; ability to assist employees with claim inquiries and account review; displays a high degree of evaluation and analysis to provide recommendations and resolution to the complex situations.

Responsibilities and Duties

1. Acts independently in a professional, knowledgeable, positive, timely and customer-focused manner.
2. Works effectively under pressure when needed in a very fast paced environment.
3. Demonstrates a consistent proactive approach for problem solving, providing solutions and proactively informing leadership immediately if repetitive issues arise; utilizes the ability to independently research and analyze complex Customer complaints to provide the best possible Customer Experience.
4. Consistently follows and adheres to stated department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirements.
5. Achieves a minimum number of multi-channel and omni-channel Customer communications to include Customer escalations while working with leadership to ensure average handle times and after call work times at individual and team levels are met.
6. Provides training and development of other team members as well as acts as primary point of contact for escalated Customer communications; helps to identify opportunities for improving overall team performance, all while consistently and accurately possessing and sharing a positive, collaborative tone which supports the team and departmental culture.

Qualification

• 5-7 years of customer focused experience in lieu of Bachelor's degree
• Excellent verbal and written communication skills with the ability to explain complex situations in a clear format
• Ability to deliver constructive feedback
• Interpersonal skills and the ability to develop and maintain relationships with peers and leaders
• Good organizational, administrative and time management skills
• Ability to be action oriented and focus on timely completion of tasks
• Excellent decision quality
• Exceptional skills in keyboard, PC Windows-based software and Microsoft Office
• Drive for results through self-motivation and attention to detail
• Creative in finding solutions to Customers needs
• Critical thinking
• Active listening skills
• Adaptability, stress tolerance, empathy and resilience
• Ability to be flexible in work schedule, including reliability and a willingness to work overtime as needed
• Ability to keep composure and retain a positive tone and attitude
• Compassion for Customers with their changing needs
• Focused on providing the best Customer Experience
• May need the ability to speak Spanish